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  • 1.  Question about schedules

    Posted 05-05-2021 09:56
    No replies, thread closed.
    Hello. Acording with the documentation: "If you set up only the Closed schedules to your schedule group, Genesys Cloud considers the hours outside the Closed hours as Open hours and vice versa."

    If I have a open schedule from 9:00 to 17:00 and a closed schedule from 17:01 to 23:59. How is considered the unassigned period from 00:00 to 8:59, open or closed?
    Thanks



    #Routing(ACD/IVR)

    ------------------------------
    Jose Cembellin
    IKUSI S.L.
    ------------------------------


  • 2.  RE: Question about schedules

    Posted 05-16-2021 23:54
    No replies, thread closed.
    Hi Jose,

    The period from 00:00 to 8;59 will be closed because your open hours are only 9:00 to 17:00. The closed schedule is used to override the open schedule, If you wanted to close a period e.g lunch for 30 minutes minutes each day you would add 10:00 to 10:30 in the closed schedule.

    ------------------------------
    Sebastian Myers
    Straticom
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  • 3.  RE: Question about schedules

    Posted 05-17-2021 13:02
    No replies, thread closed.
    Hi Sebastian,

    Is it possible to set the open and close hours as below for the same?
    open : 9:00 to 17:00 and
    close : 17:01 to 08:59

    Will this considered as closed hours from today 17:01 to tomorrow morning at 08:59 ??


  • 4.  RE: Question about schedules

    Posted 05-17-2021 18:16
    No replies, thread closed.
    HI Sureshkumar

    In that scenario you don't actually need the close schedule at all.  Having just your open schedule in the group will be fine.  The default in the absence of any specific schedule type is closed:

    https://help.mypurecloud.com/articles/create-schedule-group/

    ------------------------------
    Vaun McCarthy
    NTT New Zealand Limited
    ------------------------------

    Original Message


  • 5.  RE: Question about schedules

    Posted 05-17-2021 23:48
    No replies, thread closed.
    Hi Jose ...

    The Schedule Group will be evaluated in the following order ...
    1. Emergency
    2. Holiday
    3. Closed
    4. Open

    If any time period is not explicitly defined by a Schedule, then the Call Flow will default to the 'Closed' treatment.

    Hope this helps.

    ------------------------------
    Thanks and regards,
    Malcolm Green
    Nexon Asia Pacific
    ------------------------------



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